ISCO Occupation Group 3341.4 Call Centre Supervisor
From Open Risk Manual
Definition
Call Centre Supervisor: Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Essential Skills
- Have Computer Literacy
- Analyse Staff Capacity
- Perform Project Management
- Supervise Data Entry
- Secure Sensitive Customer'S Information
- Manage Business Knowledge
- Present Reports
- Create Solutions To Problems
- Manage Ict Project
- Measure Call Quality
- Forecast Workload
- Interpret Automatic Call Distribution Data
- Characteristics Of Products
- Train Employees
- Call Routing
- Call-Centre Technologies
- Characteristics Of Services
- Maintain High Quality Of Calls
- Employment Law
- Perform Data Analysis
- Call Quality Assurance Management
Optional Skills
- Teamwork Principles
- Apply Information Security Policies
- Recruit Employees
- Adapt To Changing Situations
- Provide Customer Follow-Up Services
- Use Customer Relationship Management Software
- Manage Staff
- Build Rapport With People From Different Cultural Backgrounds
- Tolerate Stress
- Analyse Call Performance Trends
- Speak Different Languages
- Abide By Business Ethical Code Of Conducts
Alternative Names
- Telephone Sales Supervisor
- Direct Sales Supervisor
- Tele-Sales Supervisor
- Outbound Call Center Supervisor
- Customer Contact Centre Supervisor
- Outbound Call Centre Supervisor
- Customer Service Supervisor
- Contact Centre Supervisor
- Telemarketing Manager
- Telemarketing Supervisor
- Customer Centre Supervisor
- Inbound Call Centre Supervisor
- Customer Service Centre Manager
- Inbound Call Center Supervisor
- Contact Centre Manager
